Frequently Asked Questions

How do I place an order?

Browse our collections at blanchehome.com, add your chosen items to the cart, and proceed to checkout. Enter your delivery address and select your preferred payment method, then confirm your order. You’ll receive an order confirmation email within a few minutes. If you don’t see it within 15 minutes, please check your spam or junk folder before contacting us.

Can I modify or cancel my order after placing it?

Yes. You can modify or cancel your order any time while it is still in our processing stage, which typically takes 1–3 business days before dispatch. Email us at info@blanchehome.com with your order number and the change or cancellation you need. Once your order has been dispatched and entered the export and customs process, it can no longer be modified or cancelled — but you may follow our Returns & Refunds Policy once it has been delivered.

How will I know my order was confirmed?

Once your order is successfully placed and payment is accepted, you will receive an order confirmation email to the address used at checkout. This email includes your order number, item summary, delivery address, and estimated dispatch timeframe. Please save this email as it contains your order reference number — you will need it for any support queries. If you don’t receive a confirmation email within 15 minutes, check your spam folder or contact us at info@blanchehome.com.

Why was my order cancelled?

Orders may be cancelled for several reasons: the item became out of stock between the time you added it to your cart and the time we processed your order; a payment verification issue (such as a billing address mismatch or a declined authorisation); a pricing or listing error that was corrected before fulfilment; or a suspected fraudulent transaction flagged by our payment processor. In all cases, if your order is cancelled and payment was taken, you will receive a full refund within 5–10 business days. You will be notified by email with the reason for cancellation.

Can I order as a guest without creating an account?

Yes — guest checkout is fully available at blanchehome.com. You do not need to create an account to place an order, track your shipment, or initiate a return. Creating an account is entirely optional and simply makes it easier to manage order history and speed up future checkouts. Your personal details are handled in accordance with our Privacy Policy whether you check out as a guest or as a registered customer.

Do you offer gift wrapping or gift notes?

We do not currently offer a dedicated gift wrapping service. You can add a personalised gift message at checkout in the order notes field and we will include it as a printed note with your parcel. Our packaging is clean and presentation-ready as standard. Please bear in mind that our delivery window is 8–10 business days from dispatch, so allow plenty of time if you are ordering for a specific date. If you have particular gifting requirements, contact us at info@blanchehome.com before ordering and we will do our best to help.

What if an item I want is out of stock?

If a product is showing as out of stock, use the “Notify me” button on the product page to register your email address. You’ll receive an automatic notification the moment that item is restocked. You can also contact us at info@blanchehome.com to ask about expected restock timelines for a specific product. We add pieces steadily across our five collections rather than all at once, so it is worth checking back.

How much does shipping cost?

Shipping is completely free on all blanchehome orders to the United States. There are no minimum order values, no shipping tiers, and no hidden delivery charges at checkout. Import duties are included too — see the Customs section below. The price you see is the price you pay.

How long does delivery take?

Orders are processed within 1–3 business days, then delivered within 8–10 business days from the date your order is dispatched (not from your original purchase date), for a combined door-to-door timeline of roughly 9–13 business days. That window already includes normal customs clearance into the United States. You will receive a tracking number by email once your order has been dispatched. Business days exclude weekends and public holidays in both the Netherlands and the United States.

Where do you ship from?

We ship from the Netherlands. blanchehome is operated by KEUN Marketing B.V., based in Hengelo, and your order travels from Europe to your US delivery address. We handle the export paperwork, customs clearance, and all import duties ourselves — you receive the parcel exactly as you would from a domestic retailer, with nothing to pay on delivery. After clearing customs, your parcel is handed to a US domestic carrier for the final leg.

Do you ship to my country?

We currently deliver to the United States only — all 50 states, including Alaska and Hawaii. We do not currently ship to other countries, including within Europe. If you are located elsewhere, sign up for our newsletter to be notified when we expand.

Do you ship to P.O. Boxes?

Delivery to P.O. Boxes may be subject to carrier restrictions, and larger items such as floor lamps, planters, and boxed sofa covers generally cannot be delivered to a P.O. Box at all. We strongly recommend providing a physical street address at checkout. If a P.O. Box is the only address available to you, contact us at info@blanchehome.com before ordering and we will confirm whether it can be accommodated.

My tracking hasn’t updated in days — is something wrong?

Usually not. On an international route, a parcel can sit at a single scan point for two or three days while it clears customs or waits for the next outbound leg, and this is entirely normal. You may also notice your tracking number change or hand over to a US domestic carrier once the parcel arrives in the country. If your tracking shows no movement for more than 5 business days beyond the estimated delivery date, email us at info@blanchehome.com with your order number and we will open a formal investigation with the carrier on your behalf.

Can I change my shipping address after ordering?

Address changes can be made while your order is still in the processing stage, before it has been dispatched. Email us at info@blanchehome.com with your order number and the corrected address. Once your order has been dispatched, the address is locked into the customs declaration and we cannot redirect the shipment. Please double-check your delivery address carefully before confirming your purchase — on a cross-border shipment, an incorrect address is considerably more expensive to unwind than a domestic one.

Will my order arrive in one parcel?

Usually, but not always. If your order contains items of very different size or fragility — a floor lamp alongside a set of kitchen utensils, for instance — we may ship it in more than one parcel to protect the goods. If that happens you will receive a separate tracking number for each parcel and they may arrive on different days. There is never any additional shipping charge for a split shipment.

My tracking says “delivered” but I didn’t receive my order — what do I do?

If your tracking shows a delivered status but you haven’t received your parcel, please: (1) Check around your property — couriers sometimes leave parcels at a side door, in a garage, or with a neighbour; (2) Check with other household members; (3) Look for a delivery notification card; (4) If still not found, contact us at info@blanchehome.com within 48 hours of the reported delivery date with your order number, and we will request proof of delivery and GPS coordinates from the carrier and open an investigation.

Will I have to pay customs duties or import taxes?

No. All blanchehome orders ship on a delivered-duty-paid (DDP) basis. Any applicable import duties, customs charges, and clearance fees are paid by us and are already included in the price you see at checkout. You will never be asked to pay a duty, tax, or brokerage fee to the carrier on delivery. This is a deliberate choice on our part — you should not need to understand tariff codes to buy a lamp.

A carrier is asking me to pay a fee before they will deliver. What should I do?

Do not pay it. In rare cases a carrier incorrectly invoices the recipient on a DDP shipment. Email us at info@blanchehome.com with your order number and a photograph or screenshot of the demand, and we will resolve it directly with the carrier. If you have already paid such a charge in good faith, send us the receipt and we will reimburse you.

Why is my order taking longer than expected in customs?

Occasionally a shipment is selected for additional inspection by US Customs and Border Protection. This is random, outside our control and the carrier’s, and does not indicate any problem with your order or documentation. It typically adds a few days. Our 8–10 business day estimate already accounts for normal clearance times, but an inspection can push beyond it. If your parcel has been static for more than 5 business days past the estimate, contact us and we will chase it.

Do I need to provide any documents for customs?

No. We prepare and submit all customs documentation ourselves as importer of record. You do not need to sign anything, file anything, or supply an identification number. The only information we need is the accurate delivery address you provide at checkout — which is why getting it right matters more here than on a domestic order.

Do you charge VAT?

No. Goods exported from the Netherlands to a customer in the United States are zero-rated for Dutch VAT, so no European VAT appears on your order. Where we are required to collect US sales tax for your delivery state, it is calculated and shown separately at checkout before you pay.

What is your return policy?

We offer a 30-day return window on all eligible orders, counting from the date your order was delivered. To be eligible, items must be unused, in their original condition, and returned with all original tags and packaging intact. Returns outside this window, or items showing signs of use, may not be accepted. Full details are in our Returns & Refunds Policy.

How do I initiate a return?

Email us at info@blanchehome.com with your order number, the item(s) you wish to return, and the reason. We will respond within 1–2 business days with return instructions and the correct return address. Please do not send anything back before you hear from us, and in particular do not send it to our registered office in Hengelo — that is a business address, not a returns facility. Unannounced returns cannot be processed and may be refused.

Who pays for return shipping?

For change-of-mind returns, return shipping is at the customer’s expense. We recommend a tracked service and keeping your proof of postage, as we cannot refund items lost in return transit without tracking confirmation. For items that arrived damaged, defective, or incorrectly sent, blanchehome covers the return shipping in full — we will provide a prepaid label or reimbursement instructions.

How long does my refund take?

Once we receive and inspect your returned item, your refund is processed within 5–10 business days. Refunds are always issued to the original payment method — the same card, Apple Pay, Google Pay, or Shop Pay source used at checkout. Depending on your bank, funds may take a further 3–5 business days to appear, and cross-border settlement can add a day or two. You will receive an email confirmation when the refund is issued. Note that if your bank charged you a foreign transaction fee on the original purchase, that fee belongs to your bank and is not part of what we refund.

Can I exchange an item?

Yes — if you would like a different size, colour, or variant, contact us at info@blanchehome.com within your 30-day window and we will arrange an exchange subject to stock. Because each exchange means a second international shipment, it is often faster for you if we simply process a refund and you reorder the correct item — we will advise which route is quicker in your case. Please include your order number and the details of what you would like instead.

What items cannot be returned?

The following are not eligible for return: personalised or made-to-order items; final sale items clearly marked as such at the time of purchase; items returned without their original packaging where that packaging is integral to protecting them in transit; and any item that has been installed, wired in, or used. Sofa covers must be returned unwashed and unused — once a cover has been through a wash cycle we cannot resell it. If you are unsure before purchasing, contact us at info@blanchehome.com.

I received a damaged or defective item — what do I do?

Contact us at info@blanchehome.com within 48 hours of delivery with your order number and clear photographs of the outer packaging, the inner packaging, and the item itself. Do not discard the packaging — the carrier may need it as evidence for the claim. Never plug in or install a damaged electrical item. We will offer a replacement or a full refund, whichever you prefer, and we cover all return shipping for items confirmed as damaged in transit.

Will your lamps work with US power outlets?

Yes. All lighting and other electrical products sold for delivery in the United States are supplied for standard US mains voltage (120V) with US-standard plugs, unless the product page explicitly states otherwise. You do not need an adapter or a voltage converter. Bulb fitting type and whether a bulb is included are stated on each product page. Some ceiling and wall fixtures require installation by a qualified electrician — where that applies, it is noted on the product page.

How do I choose the right size sofa cover?

Measure before you order — this is the single most common cause of returns in this collection. Each sofa cover product page includes a size guide with the seat width ranges each size is designed to fit. Measure the width of your sofa from the outer edge of one armrest to the outer edge of the other, and check that figure against the guide rather than relying on how many seats your sofa is described as having, since a "three-seater" varies enormously between manufacturers. If your measurement falls between two sizes, or your sofa has an unusual shape such as an L-shape, chaise, or recliner section, email us at info@blanchehome.com with the measurements before ordering and we will tell you which size to take.

How do I know a lamp or planter will fit my space?

Every product page lists dimensions — height, width, diameter, and cable or drop length where relevant. Stated measurements are approximate and subject to normal manufacturing tolerances. For pendant lights in particular, check the drop length against your ceiling height before ordering; standard US ceilings are typically eight to nine feet, and a fixture designed for a higher ceiling will hang uncomfortably low. If you are unsure, email us the room dimensions and we will advise.

Are product colours accurate to the photos on the website?

We photograph our products as accurately as we can, but the exact appearance of a colour on your screen depends on your device’s display calibration, brightness, screen type, and the light in your room. This matters particularly for lighting: the colour and warmth of the light a lamp casts will vary with the bulb you fit and the room it sits in. Slight variations between the on-screen image and the physical item are normal and are not a defect. If colour accuracy is critical to your purchase, contact us before ordering.

Why does my item look slightly different from the photograph?

Much of our range is made from natural materials — wood, rattan, stone, ceramic, and linen. Every piece made from these varies in grain, tone, and texture, and no two are identical. That variation is inherent to the material rather than a fault, and it is part of why we choose these materials in the first place. If the difference goes beyond normal variation and the item does not match its description, contact us with photographs and we will put it right.

How do I care for my blanchehome pieces?

Always check the care information supplied with your item first, as it varies by material. General guidance: sofa covers are usually machine washable cold on a gentle cycle — check the label, do not tumble dry unless the label permits it, and refit while very slightly damp for the best fit. Wood and rattan should be dusted dry and wiped with a barely damp cloth, never soaked. Ceramic and stone should be hand washed unless marked dishwasher safe. Cookware follows the manufacturer’s instructions supplied in the box. Outdoor and garden pieces last considerably longer if brought under cover or stored over winter.

Where are your products made?

blanchehome is a Dutch company and we source from a network of manufacturers and suppliers across several countries, selected on quality rather than on location. The country of manufacture varies by product, and specific origin information is listed on the product page or the packaging where available. If you need sourcing information for a particular item, email us at info@blanchehome.com and we will tell you what we know.

Do you offer product warranties?

Where applicable, products carry a manufacturer’s warranty — terms and duration vary by product and brand, and any included warranty is noted on the product page or in the packaging. This is in addition to your statutory rights under applicable US federal and state law, which are not affected. Contact us at info@blanchehome.com if you need to make a warranty claim, with your order number and photographs of the fault.

Can I review a product I purchased?

Yes — and we would like you to. After your order is delivered you may receive a follow-up email inviting you to leave a review, or you can go straight to the product page on blanchehome.com and submit one there. We do not solicit, edit, or incentivise positive reviews, and we do not remove negative ones that are genuine. Honest reviews help other customers and tell us what to fix.

What payment methods do you accept?

We accept the following at checkout:

Cards: Visa, Mastercard, American Express, Maestro
Wallets & accelerated checkout: Apple Pay, Google Pay, Shop Pay

These are the only payment methods available. We do not accept PayPal, Discover, Diners Club, JCB, UnionPay, cryptocurrency, bank transfers, cheques, buy-now-pay-later instalments, or cash on delivery. All payments are processed securely through Shopify Payments and charged in full at checkout.

Do you accept PayPal?

No — PayPal is not available at our checkout. You can pay by Visa, Mastercard, American Express, or Maestro, or through Apple Pay, Google Pay, or Shop Pay. If you would normally use PayPal to avoid entering card details on a website, note that Apple Pay and Google Pay work the same way: your card number is never shared with us, and the payment is authenticated on your own device.

Why was my payment declined?

The most common cause on our store is your bank blocking an international transaction. Our merchant account is European, so a US-issued card may flag the payment as unusual — particularly on a first order. Other causes include insufficient funds, a card limit, incorrect card details, a billing address that doesn’t match your issuer’s records, or 3D Secure authentication not being completed. Call the number on the back of your card, tell them you are buying from a retailer based in the Netherlands and ask them to approve it — that resolves the large majority of declines. You can also try Apple Pay, Google Pay, or Shop Pay, which tend to clear more reliably on cross-border payments. If nothing works, email us at info@blanchehome.com. We can see what our processor recorded, though only your bank can tell you exactly why they declined it.

Will my bank charge me a foreign transaction fee?

Possibly. Your order is priced and charged in US Dollars, but because our company is established in the Netherlands your card issuer may classify the transaction as international and apply a foreign transaction fee, typically 1–3%. That fee is charged by your bank, not by us, and is outside our control. Many US cards carry no such fee — check with your issuer if you are unsure. The merchant descriptor on your statement will reference blanchehome or KEUN Marketing B.V.

Why was I asked to verify my payment with my bank?

That is 3D Secure — an extra authentication step run by your card issuer, branded as Visa Secure, Mastercard Identity Check, or Amex SafeKey. You are redirected to your bank to confirm via a one-time code, app notification, or biometric. It adds no cost. You will see it more often on our store than on a domestic US retailer because our acquirer is European and cross-border payments are screened more tightly. If the verification window times out or you close it, the payment will fail and you will need to start checkout again.

Can I pay in euros or another currency?

No — all prices on blanchehome.com are displayed and charged in US Dollars (USD, $). We do not offer checkout in euros or any other currency. If your card is denominated in another currency, your bank will apply its own exchange rate and any conversion fee.

Is my payment information secure? Do you store my card details?

Your data is secure and we do not store card details. Our store runs on Shopify, certified to PCI-DSS Level 1, the highest standard in payment processing. All checkout data is protected by SSL/TLS encryption. We never see, transmit, or store your full card number, CVV, or expiry date — those go directly to the payment processor over an encrypted connection. If you save a card to your account, only a secure token is held in Shopify’s vault, never the raw card data.

How can I contact blanchehome?

You can reach us through the following channels:

Email: info@blanchehome.com — write any time, replies within 1–2 business days.
Phone: +31 6 10 10 18 99 — Monday to Friday, 9:00 AM – 5:00 PM CET (3:00–11:00 AM Eastern).
Social: Instagram, Facebook, and Messenger for quick questions.

Email is our preferred channel for anything order-related, returns, or anything needing photographs or documentation.

What are your customer service hours?

Our team works Monday to Friday, 9:00 AM – 5:00 PM Central European Time. Because we are based in the Netherlands, that corresponds to roughly 3:00 to 11:00 AM Eastern and 12:00 to 8:00 AM Pacific — so phone contact is only realistic for East Coast customers early in the morning. Email at any hour: messages arriving overnight US time are usually answered the same European morning, which often means a reply is waiting when you wake up. We are closed on weekends and on Dutch and US public holidays.

How quickly will you respond to my message?

We aim to reply to every message within 1–2 business days, and in practice most are answered the same or next business day. If you haven’t heard from us within two business days, check your spam or junk folder first — replies occasionally land there. If there is still nothing, resend your email or call us at +31 6 10 10 18 99 during our hours.

Do you have a live chat?

Not at present. Email is the fastest way to reach us — write to info@blanchehome.com and you will have a reply within 1–2 business days. Given the time difference between our team and our customers, email lets us give a thorough, considered answer rather than a rushed one, and it works around the clock. For short questions, Messenger is also an option.

I have a complaint — how do I escalate?

Please contact us first at info@blanchehome.com — we resolve the vast majority of issues directly and would rather have the chance to put things right. If you feel your concern has not been addressed satisfactorily, you may contact the Federal Trade Commission at ftc.gov or your state attorney general’s consumer protection office. You may also raise a dispute with your card issuer, though we would ask you to speak to us before doing so — a chargeback takes 45–90 days and rarely resolves faster than we can.

Is blanchehome a legitimate company?

Yes. blanchehome is a trading name of KEUN Marketing B.V., a private limited company (besloten vennootschap) registered in the Netherlands with the Dutch Chamber of Commerce under number 98931644, VAT number NL868708598B01, at Lintelerweg 60, 7556 PD Hengelo, The Netherlands. Those registrations are public and you are welcome to verify them in the Dutch Commercial Register. We publish them precisely so you can. If you need documentation for any purpose, contact us at info@blanchehome.com.

Why is a European company selling to the United States?

Because that is where our customers are. We curate our range from Europe — which shapes what we stock and how it looks — and sell exclusively into the US market. Everything on our side is set up for it: prices in USD, US voltage and plugs on electrical items, free tracked shipping, and all import duties paid by us so nothing is collected at your door. The only practical difference you will notice is our support hours.